Freshdesk attachment limits
- Blossom and higher plans: 20 MB per conversation (email in and replies out).
- Sprout (free) and trial accounts: 15 MB.
- Emails with attachments over 20 MB still create a ticket, but the attachments are dropped and the agent sees a notice.
The target here is just under 15 MB so the video gets through on every plan, including the free one.
What fits
- A screen recording of several minutes at original resolution.
- About a minute of phone video at 720p with sound.
If the limit is per conversation, several attachments share it — compress each so their total stays under the limit.
Questions
What is the Freshdesk attachment limit?
20 MB per conversation on Blossom and above; 15 MB on Sprout and trial accounts.
What happens to bigger attachments?
The email still becomes a ticket, but attachments above the limit are dropped.
Can I send several videos?
Yes, but they share the per-conversation limit — compress them so their total fits.
Last updated: 2026-10-30